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Added 1 min ago
Federal Pipeline Manager & Proposal Writer (Remote)
Praescient Analytics
FAIRFAX, VA
…engineering, artificial intelligence and machine learning, software development, cloud and DevSecOps, cybersecurity, systems integration, and mission-support solutions to federal customers.…
Added 2 mins ago
Director, Technical Program Management
Docusign
San Francisco, CA
As Director of Technical Program Management (TPM), you will serve as a strategic partner to Product and Engineering executive leadership, driving the operational engine behind our…
Added 8 mins ago
International Tax Manager
Samsara
Remote, United States
Research and document international tax technical positions, and communicate recommendations clearly to the Senior Tax Manager, VP of Tax, and finance partners.
Added 9 mins ago
Accounting Manager - Inventory & Warehouse
ecoATM | Gazelle
Louisville, KY
We are hiring an Accounting Manager, Inventory to own the accuracy, integrity, and control of eCO ATM’s device inventory across the kiosk network, processing/refurbishment centers,…
Added 10 mins ago
SO
Qualified Craft Worker (Plumbing and Steamfitting) (37.5 Hour)
State of Connecticut, Department of Administrative Services
Newington, CT
- $65,516 to $84,235 USD / year
…trades professional looking for a meaningful career where your technical abilities make a difference, we encourage you to apply…
Added 10 mins ago
SO
Qualified Craft Worker (Plumbing and Steamfitting) (37.5 Hour)
State of Connecticut, Department of Administrative Services
Norwalk, CT
- $84,235 USD / year
Added 11 mins ago
S
Inventory Control Specialist
Staffmark
Sellersville, PA
- $20 to $23 USD / hour
Perform additional duties assigned by the Inventory Control Manager, Assistant Director of Operations, or Director of Operations.
Added 11 mins ago
SO
Agency Information Technology Manager
State of Connecticut, Department of Administrative Services
Hartford, CT
- $116,650 to $159,051 USD / year
…HCM issues and requests, as well as w ork directly with the technical services team to ensure system reliability, execution of key business functions and accuracy of ERP data and…
Added 11 mins ago
SO
Integrations Subject Matter Expert
State of Connecticut, Department of Administrative Services
Hartford, CT
- $129,654 to $162,510 USD / year
…delivery across the enterprise. You will provide oversight and technical leadership to internal development teams, partners, and vendor resources engaged in platform initiatives, ensuring…
Added 11 mins ago
SO
Developmental Services Case Manager (40 Hour)
State of Connecticut, Department of Administrative Services
Hartford, CT
- $86,414 to $117,009 USD / year
Added 11 mins ago
Regional Market Engineering Manager - Western Colorado
Townsquare Media
Montrose, CO · Grand Junction, CO
The Regional Market Engineering Manager Opportunity:
Added 11 mins ago
Regional Market Engineering Manager - Western Colorado
Townsquare Media
Grand Junction, CO · Montrose, CO
The Regional Market Engineering Manager Opportunity:
Added 11 mins ago
Regional Market Engineering Manager - Eastern Colorado & Wyoming
Townsquare Media
Cheyenne, WY · Casper, WY · Fort Collins, CO · Laramie, WY
This position serves as the sole technical authority for market-level engineering operations and is responsible for the planning, analysis, and independent decision-making that governs…
Added 11 mins ago
Regional Market Engineering Manager - Eastern Colorado & Wyoming
Townsquare Media
Casper, WY · Cheyenne, WY · Fort Collins, CO · Laramie, WY
This position serves as the sole technical authority for market-level engineering operations and is responsible for the planning, analysis, and independent decision-making that governs…
Added 11 mins ago
Regional Market Engineering Manager - Eastern Colorado & Wyoming
Townsquare Media
Fort Collins, CO · Casper, WY · Cheyenne, WY · Laramie, WY
This position serves as the sole technical authority for market-level engineering operations and is responsible for the planning, analysis, and independent decision-making that governs…
Added 11 mins ago
Regional Market Engineering Manager - Eastern Colorado & Wyoming
Townsquare Media
Laramie, WY · Casper, WY · Cheyenne, WY · Fort Collins, CO
This position serves as the sole technical authority for market-level engineering operations and is responsible for the planning, analysis, and independent decision-making that governs…
Added 11 mins ago
Regional Market Engineering Manager
Townsquare Media
Twin Falls, ID · Boise, ID · Pasco, WA · Wenatchee, WA · Yakima, WA
Regional Market Engineering Manager - Twin Falls
Added 11 mins ago
Regional Market Engineering Manager
Townsquare Media
Tri-Cities, WA · Boise, ID · Pasco, WA · Twin Falls, ID · Wenatchee, WA · Yakima, WA
Regional Market Engineering Manager - Tri-Cities
Added 11 mins ago
Regional Market Engineering Manager
Townsquare Media
Wenatchee, WA · Boise, ID · Pasco, WA · Twin Falls, ID · Yakima, WA
Regional Market Engineering Manager - Wenatchee
Added 11 mins ago
Regional Market Engineering Manager
Townsquare Media
Boise, ID · Pasco, WA · Twin Falls, ID · Wenatchee, WA · Yakima, WA
The Regional Market Engineering Manager Opportunity:
Added 11 mins ago
Regional Market Engineering Manager
Townsquare Media
Yakima, WA · Boise, ID · Pasco, WA · Twin Falls, ID · Wenatchee, WA
The Regional Market Engineering Manager Opportunity:
Added 13 mins ago
Data Implementation Manager
Valon Tech
Remote, United States
- Mitigate Risks and Resolve Issues: Identify potential roadblocks and actively work to resolve technical, operational, and organizational challenges that may impact program delivery.
Added 14 mins ago
Director, Technical Program Management
projects/helpful-passage-853/companies/9810ab3a-d8cd-4ba4-9ee5-ca421241fe3c
San Francisco, CA
…contract lifecycle management (CLM). What you'll do As Director of Technical Program Management (TPM), you will serve as a strategic partner to Product and Engineering executive leadership,…
Added 15 mins ago
Maintenance Manager
Zausner Foods Corporation
New Holland, PA
This position provides both strategic and hands-on leadership for the maintenance function. The Maintenance Manager directly supervises 12 maintenance employees and is responsible for…
Added 15 mins ago
Product Manager/Product Owner
THE JAY GROUP INC
Lancaster, PA
…high-growth start-ups and Fortune 500 companies, is seeking a Product Manager/Product Owner (PM/PO) to lead product for one of our dedicated engineering…

Closed listing

Maximus

Manager - IT Service Management

Raleigh, NC, United States

Remote

This opening has closed.

The original listing is kept below for reference.

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Job details

Workplace: Remote
Posting language: English
Posted: Nov 5, 2026

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Original job description

Archived listing. The details below describe a past opening.

Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation capabilities across the organization.

This is a hands-on role for someone who thrives at the intersection of process, technology, data, and employee experience. You will be responsible for modernizing how Maximus employees consume IT services through self-service, automation, knowledge, and ServiceNow platform capabilities.

The ideal candidate is a builder and change agent with hands on operational expertise in ITSM, ITIL best practices, ServiceNow, workflow automation, and stakeholder engagement. You will lead a small team while partnering across IT and business organizations to simplify service delivery, improve operational efficiency, and drive measurable business outcomes.

This role offers a unique opportunity to shape the future of Enterprise Service Management, establish modern service experiences, and build the foundation for AI-enabled support and automation.

This is a remote position.

Essential Duties and Responsibilities:

Lead Enterprise Service Request Management strategy and governance, including the Service Catalog, Employee Center, service ownership, lifecycle management, and continuous improvement.
Direct Service Catalog management and rationalization, service design, intake governance, and catalog optimization.
Manage assigned ServiceNow workflow automation and digital transformation initiatives using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and other platform capabilities.
Establish and govern OLAs, KPIs, fulfillment metrics, service quality standards, and operational performance reporting.
Implement and continuously improve the approved enterprise Knowledge Management strategy, governance framework, and knowledge lifecycle processes.
Drive KCS adoption, knowledge-sharing practices, self-service enablement, operational learning, and AI-readiness activities; secure stakeholder alignment with established policies and practices and measure progress against defined objectives.
Leverage ServiceNow analytics, dashboards, reporting, and data storytelling to improve adoption, performance, customer experience, and business outcomes.
Manage ITSM process excellence initiatives across Request, Knowledge, Incident, Change, Problem, and Asset Management disciplines.
Partner with SAM, HAM, and stakeholders to optimize entitlement, licensing, provisioning, governance, fulfillment, and lifecycle processes.
Lead, mentor, develop, and manage a high-performing ITSM team while fostering stakeholder engagement and strategic alignment.

Job-Specific Essential Duties and Responsibilities:

Lead Enterprise Service Request Management: Own the strategy, governance, modernization, and continuous improvement of ServiceNow Service Catalog, Employee Center, and Request Management capabilities.
Drive ServiceNow Automation: Design and improve automated workflows using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and ITSM capabilities to reduce manual effort and improve fulfillment speed and consistency.
Manage Service Catalog Governance: Oversee catalog intake, rationalization, approvals, lifecycle management, service ownership, OLAs, KPIs, and retirement of outdated or duplicate services.
Lead Knowledge Management: Establish and evolve the enterprise Knowledge Management program, including governance, KCS best practices, self-service content, AI-ready knowledge, and adoption metrics.
Drive Data-Based Decisions: Develop KPIs, dashboards, and analytics to measure service performance, automation benefits, knowledge utilization, customer satisfaction, and self-service effectiveness.
Advance ITSM Process Excellence: Apply ITIL best practices across Request, Knowledge, Incident, Change, Problem, and Asset Management while leading process improvement and service standardization.
Partner Across IT & Asset Management: Collaborate with business stakeholders, ServiceNow teams, SAM, and HAM to improve software and hardware fulfillment, lifecycle governance, compliance, and operational efficiency.
Lead & Develop Teams: Mentor ITSM professionals, foster accountability and continuous improvement, and build strong partnerships across technical and business organizations.

Minimum Requirements

'- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

5+ years of IT Service Management experience.
4+ years of hands-on ServiceNow platform experience.
3+ years of people leadership, program leadership, or enterprise process ownership experience.
ITIL v3 or v4 Foundation Certification required.
Deep understanding of ITSM processes and ITIL best practices.
Proven experience leading Service Request Management and Knowledge Management functions.
Strong hands-on experience designing and implementing:
ServiceNow Workflows.
Flow Designer Automations.
Service Catalog Solutions.
Employee Center Experiences.
Knowledge Management Programs.
Experience using data analytics to identify opportunities, drive decision-making, and measure outcomes.
Exceptional communication, facilitation, stakeholder management, and executive presentation skills.
Ability to influence without authority and gain buy-in across diverse stakeholder groups.

Preferred Skills and Qualifications:

ServiceNow Certified System Administrator (CSA).
Certified Implementation Specialist (CIS-ITSM).
ServiceNow HAM Pro Experience.
ServiceNow SAM Pro Experience.
Experience with Performance Analytics, Employee Center, Virtual Agent, and AI Search.
Knowledge-Centered Service (KCS) experience or certification.
Experience supporting large-scale digital transformation or enterprise service management initiatives.

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Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$90,160

Maximum Salary

$135,240

About employer

More about this job

Skills

IT service management
ServiceNow
Process improvement
Workflow
Reporting
Customer experience
SAM
Stakeholder management
Customer service
ITIL
Regulatory compliance
Leadership
Data analysis
Decision making
Communication skills
Presentation skills
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